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Complaints Coach

ANZ - Melbourne, VIC

Banking & Finance
Source: uWorkin


  • Demonstrate our commitment to ensuring ANZ’s products and services meet expectations and that we act in accordance with ANZ’s dispute resolution principles
  • Effective dispute resolution works closely across the Group, including with remediation, product & process improvement, risk management and other sources of customer feedback to realise ANZ’s customer, community and cultural ambitions
  • 2 roles open for this opportunity

About The Role

Role Location- Australia, Location Flexible (with expectation people can attend a metro hub at least 2 days a week)

Role Type- Permanent, Full-time

Hub Locations-

VIC - Melbourne (833 Collins Street, Melbourne 3000, VIC)

SQLD - Toowong (Toowong Village, 3 Sherwood Road, Toowong 4066, QLD)

NQLD - Cairns (Cairns Square, 42-58 Abbott Street, Cairns 4870, QLD)

NSW - Parramatta (Level 4, 20 Smith Street, Parramatta 2150, NSW)

WA - West Perth (1275 Hay Street, West Perth 6005, WA)

SA - (TBA)

These roles have traditionally been office-based however we will be offering an opportunity for these roles to be trialled to work predominantly from home, with “hubs” being set up for occasional visits by team members for training and team connection. Roles intended to be performed predominantly from home will require reliable internet connectivity and a suitable private environment so that customer care and confidentiality can be maintained.

Where an individual is unable to predominantly work from home due to personal circumstances or where ANZ otherwise considers, including as part of any trial arrangements, that any such role is unable to be performed predominantly from home, the role may instead be offered as an office-based role.

As a Complaints Coach, your role supports the development of team members across all portfolios within the dispute resolution part of the complaint resolution function. You are responsible for consistent and effective upskilling (both technical and behavioural) of the dispute resolution teams. You will create and maintain relevant training modules like onboarding training, role specific training as well as ANZ portfolio specific training as and when relevant.

About You

To grow and be successful in this role, you will ideally bring the following-
  • Understanding of dispute resolution principles; customer advocacy and regulatory compliance, as well as knowledge of AFCA processes and requirements and alternative dispute resolution principles
  • Relevant experience in coaching and mentoring staff
  • Good communication, stakeholder management and influencing skills, supported with a data-driven and analytical mindset
  • Strong strategic thinking, analytical and problem solving skills as well as the ability to identify, monitor and manage risks, issues and dependencies; agreeing appropriate responses

About ANZ

At ANZ, everything we do boils down to ‘why’ - our purpose - to shape a world where people and communities thrive. We're just as focused on seeing our people thrive as well as our customers. We'll give you every opportunity to develop your career.

We are responding faster to changing customer requirements, focusing on the things that matter the most, energising our people, eliminating waste and reducing bureaucracy.

A happy workplace is a thriving one. So in order to attract and keep the best talent, and say thanks for the hard work, we make sure all our employees are rewarded.

We work flexibly at ANZ and encourage you to talk to us about how this role can be flexible for you and any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability, let us know how we can provide you with additional support.

To find out more about working at ANZ or to view other opportunities visit www.anz.com/careers. You may apply for this role by visiting ANZ Careers and search for reference number Taleo Job Code (AUS131379).